What is Level 1 Technical Support?

Level or tier 1 support is the person on the other end of a phone call, online chat, or an email string. They are tasked with identifying the problem and providing the most common resolution methods. Tier 1 staff play an essential role in problem resolution. They are the people who define the problem and acquire as much information as possible to resolve it. If they are unable to resolve the issue, it is transferred to a Level 2 support specialist.

What is Level 2 Technical Support?

Level or tier 2 support requires someone with more technical knowledge. If a level 1 technician cannot resolve the issue, they transfer the issue to level 2 personnel. They, in turn, work to resolve the issue. In most cases, end-user problems can be fixed at a level 2. If an issue cannot be resolved at level 2, it is escalated to a higher tier.

Rarely does a problem go beyond a level 2. Issues beyond a level 2 are relegated to the creators of the application or hardware. These are glitches that require software updates or patches to fix. Hardware-level problems may require new components.

Why IT Support is Essential in 2023

Supporting an in-house IT department is expensive, and there are far fewer qualified applicants than there are open positions. 73% of IT leaders say they struggle to recruit in this space, while turnover remains high. Such volatility in recruitment and retention makes external IT support a more viable option for many organizations.

Cybersecurity threats also continue to grow. 47% of small businesses in the U.S. have fallen victim to a cyber attack, 67% of which have experienced more than one breach. Phishing, password hacking, and adware are among the most common forms of attack against small businesses, and the methods employed by attackers grow more sophisticated by the day. Without adequate expertise and support, organizations are left vulnerable.

Downtime from such attacks is costly. According to Gartner, the average cost of downtime is $5,600 per minute. For some technology-intensive operations, the cost can be much higher. With properly monitored systems, breaches can be prevented and equipment failures can be identified and fixed before they cause an issue.

Find the Right IT Support For Your Business

Finding the right IT service and support provider can go a long way to protect your digital assets and boost your bottom line. Electric provides centralized IT management for small and medium-sized businesses, with access to employee IT device insights, device procurement for employee onboarding and assistance with employee offboarding, MDM software for your team to assist with keeping your device and employees’ devices compliant and secure against cyber threats, and much more. Get in touch to learn more about our IT Support solutions.